BAI GIANG CONG TAC XA HOI

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no ra mot tranh luan gay gAt. Trong nhiing truing kip nhrt vay, viec dao nglioc vai trO se lam chAm 1ai qua trinh va thigt lAp met hoan canh ,trong do moi ngikii ngUng lai lang nghe nhfing digu dude nOi ra nhAc lai digit do. Met nhan vien CTXH có thg yeu cau hai ben Ian lust noi va nhac lai moi ben nghe duac gi truck khi bat dau bag n6i. 3. Stt thgu earn. Thau cam c6 thg cO tae clang manh len mau thuan khi moi ngudi trong vai trO mau thuan bat dau they ho chive Fang nghe va than higu. Nhan vien CTXH lam viec nay thOng qua sit dung cac eau "Toi" va nhAc lai met each thong cam nhcing digu da noi. Vi du, mat nhan vien CTXH co thg noi: "Toi they ban dang cam thay bi tgn thiidng vg nhung digu nglith ta noi vai ban", "Toi they nag dau cue ban ve mat mat ma ban phai trai qua" hay "Tog nghe thay ban noi rang nh6m dang khOng c6 higit ban". each noi nay cho phep thanh vien 65 qua nhung nei bile doe va tap trung nhigu hen den cam thc tao ra nag talc do. 4. WM eau hog. flat cau hai bao gam viec hiking &a nhang cam the va soy net.' co thg lam ngn tang cho su mau thuan. Vi du, "Mai, diking nhu ban rat bugn vg nh3ng digu Nga nal. Nhung digu chi ta noi lam ban cam they the" nao?". 5. Xoa diu, tinning thuye't va hoe giai. Nhfing ki nang nay can thigt cho giai quygt the mau thuan va bat dang trong met so triiang hop. Xoa diu cho pile]) cac nhan vien CTXH gi3 dude ranh gidi trong the cues hop dg mau thuan khong ra ngoai tam kie'm suet. Thiking thuygt dude sii) de gni') hai thanh vien tra len di dgn dude met su nhat tri chung vg dung mau thuan cua ho. Viec hoe giai dude si3 dung khi cac thanh vien khong di Mn mot su nhat tri, nhan vien CTXH can phai dam phan de co su clang y chinh thoc, giup moi ben tim dude met OM hen twang &Si an town. (Toseland va Rivas, 2001). 6.ViAn &An hap clOng. Met trong nhung each de nhat d@ giai quygt mau thuan la vien dgn hop ding thong qua viec hal the thanh vien xem hanh vi nay cO ditoc'nhom (long y ngay tit dau khong. Digit nay cho phep cac thanh vien mau thuan nhan cac thong tin ben ngoai t3 cac thanh vien khac. NO nhAc nha cac thanh vien v@ nine dich cua nhom va each ho c6 thg thay dgi qua trinh thong qua nhung mau thuan nay (Anderson, 1997). Giag quyet nhom sau mot tinh huOng matt thuAn. Khi mau thiran da them dot, digu quan trong la nhan vien CTXH khong bo qua su 310
viec ma se de cap den nO trgc tip trong nhom bang each not vg quA trinh giai quyet n6 nhu the nao, va no c6 nghia gi vdi nh6m. Nheing trai nghiem nay la bat hoc cho nhom va -the thanh vien. Viec thao luan qua trinh va each giai quyet matt than gitip the thanh vien tao ra nhting thay clef tich cgc trong the tinh hueng tudng lai. Cac thanh vien trong nhOm co the sit dung ki nang ho hoe Hi nhang kinh nghiem nay a giai guy& cac tinh hueng tl trong va ngoai nhOm. Tim higu trong cong tae nhOm Tim hieu trong cong Lac nhom cong gieng nhu cong tee ca nhan voi khach hang, la met qua trinh lien tuc va can bat dau adm trong can thiep. Cac nhan vien CTXH can tim hieu (1) nhang ca nhan trong nhom (2) ci nhom va (3) mei trudng ma nhom hoat deng. Tim hieu cá nhan: Cac thanh vien ena met nh6m throng den ta rat nhigu thanh phan. Mei twang ea met nguai se khemg gieng vdi ngtidi khac. M61 ca nhan mang den nhang nhom tinh each va mOi trUang rieng biet. TuSr thuec va loai hinh nhom, nhang thanh vien ca nhan mong muen thao luan hay lam viec c6 the rat khac nhau. Theo Toseland va Rivas (2001), met dieu quan trong yen hieu la cues song net tam Ira cac m6i quan he lien nhan each dm cac thanh vien va mei twang trong do cac thanh vien dang thge hien chile nang. Vice Wet ba linh vue nay cho phop nhan vien CTXH dg tinh chide the thanh vien se thge hien chile nang trong nhom the nao, va tinh each caa ho anh hang den nglidi khac ra sao. Nhin chung, thong qua vies tiep xuc vdi nhom, nhan vien CTXH se co thOng tin ye tinh each va hoan canh caa cac thanh vien. NhUng kien thilc nay e6 the den W the than luan trudc khi hinh thanh nh6m, cac quan sat ve hanh clang cim ho trong nh6m, cac m6' hinh hanh vi ma nhan vien CTXH hay thanh vien do gia, the ban tg bao cao va cac ket qua trac nghiem, the thang diem bao gem nhang pinking Olen tim hien nhanh. Doi khi, viee hieu m6i trueng trong d6 khAch hang song se dOi hOi met digu tra ea nhan han, va met phan caa no se dude tign hanh ding vdi ca nhan chit khong phai vdi nh6m. Tot nhat la nhang tim hieu loai nay nen dude tien hanh trilde khi bat Tau lap nh6m. Tim on nhom: Viec quan sat nhom la met danh gia ve cac hanh do, ng, me hinh giao ti'ep va trao dO'i trong nhom, sg gan ket va chia cat giila cac thanh vien, nhUng vai trO ma the thanh vien dang nam gia trong nh6m. 311
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DAI HQC DAN LAP THANG LONG BAI GIAN
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myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
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6 Chung toi hi vong rang khi cu6n s
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8 nang xac dinh van de caa del Wong
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Khong chii Si rang nghe Nghia la ng
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Giong mai Giong noi nen phii hdp vo
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loan tam li, tang thang, met mOi tr
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5. Mat nhin-tiep xbc qua anh mat, n
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clang tim giai phap cho van de va k
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Clip di;, 2: Ban dang cam thgy that
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8. Met co be 12 tuth bi anh trai qu
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1. Khach hang: Gan day tai cam thgy
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9. Khach hang: Chgng tea co van de
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cang da tang trai qua nhung dieu Wo
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Khi nhan vien CTXH nghe eau chuyen
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• Nen dat cau hOi tap trung vao n
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3. Khach hang: "Anh ta sa vao nhung
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Cau hOi theo trial hoc Socrat "Khon
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thong tin vg met chu diem cu the de
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Cau hai dank gia de khach hang din
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Ban danh gib mOc dO hobn thanh nhil
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Cau tra lei cam thong matt: Ban dan
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Cau tra Itli quan tam tich cite mal
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Can tra ldi quan tam tich ciic ma.u
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4. Benh nhan noi trn nam trong trai
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Citu hal lam sang to van de: Anh ma
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17. MOt ngtieti ta nang thon ra ThU
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+ Van ban xac dinh tinh trang caa k
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mat thcii dO it than thtinh, cat ma
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Ngu6n got chinh xac cua the yeti t6
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NOi Ivo Su thgp kern Su but bOi S2f
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64 1. Can be nay dang d giai doan n
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• de kgt hop sieu ca nhan ma khac
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mei truang 'et/ nhien caa ngtiai do
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• Nhang mang Judi quan he hien Mi
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• Cho rang co the doe &toe suy ng
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M6 hinh danh gia dua hen cac thirn?
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lap chile nang va Huang thanh tgt n
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6.sa dung cach danh gia nham ttm ra
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True III nham the hien bat ki dieu
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• Tim hieu xem lieu co su rgi loa
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throng nhu nghe chang hop 1f lam, n
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nghien eau va thaang xuyen Wide cac
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TOM TAT Chuang nay gidi thieu cho n
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nhien nen nhan vien CTXH the hien d
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tigp tut tra phi tu van có nghia l
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6 có the gap khO khan trong khi gi
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cu6n each mang ten "Nghien ads &fa
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them met se- bueb nth. Bien phap ga
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3. Cac &Mc hAnh deng hoac cac nhiem
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3. Cac ygu t6 ben ngoai có the anh
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Van de ye gia dinh la met van de kh
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qua trinh to van. Vi du muc lieu da
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nguai khde va tap trung vao hAnh vi
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can phai dUcic lam re hdn de co the
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Trong cu .& "Bai tap thuc hanh tong
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Co rat nhigu mo hinh day each giao
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chuyen voi. Vi du trong suet butii
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Cac aging diep "toi" khOng dg 16i,
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cam thgy digu ma ban dai cam thay.
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Cac mue tieu to van can cu thd va r
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dau su danh gin dia ho van mang tin
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thoa man trong hen nhan, Chi s6 Tho
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TOM TAT ChuOng nay tap trung vao qu
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gio-ng nhau. Dieu cot yeu nhal cua
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4. Phan anh dya tren tinh hitting c
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i rei loan se tang rei loan hOn neu
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Kithuat tang curing ban nga Duct tr
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Buac hai caa qua trinh la tao ra ma
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Rimm va Masters (1974) da dua ra me
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ttdc mall de gifi tri bang 10 diem
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ngoi tntec may vi tinh chdi tro chd
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KT thuat sir dung quan he sang tac
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C: nhung ket qua lie cam giac va ha
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can co them kinh nghiem vg thi cit"
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Kith* xe-p hang sythanh thao va tho
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"Li thuyet nen tang cua liOu phap 1
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chicle thigt lap gitta nhan vien CT
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5. Tao ranh glad 6. Tao bat can ban
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de hei one thanh vien gia dinh ye 5
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To bgt can bang (bat toting xting)
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KT thuat ma to yin dg De Jong va Be
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lam viec gi khac biet khOng?" hoac
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khang thgy. Digm math chgt a day la
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h6a khac nhau. Tam yen P6 nay bao g
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Ch uang 5 PHAT TRIEN KT NANG D61 PH
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nghiep dude trubng nay!", thi khach
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Trong dot digu tri ba, khaeh hang v
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Bai tp ta la nguy cd th \lc su vdi
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nhdc dinh to tit. Khach hang c6 ngu
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Theo Lewis uez dthzg szt (2002): "K
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Murphy —"n6u co gi co the sai lam
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dich dieu tri la chi ra rang khach
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Hanh vi higu chign thuang dude boc
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Lange va Jakubowski (1976) thao lua
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Stt kien dinh ve cai tot. Su kien d
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clai eang hadng dan the ma tit nhan
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hai ben cai ma hon vdi nhau, ea hai
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1. Cai thien mtil quan he ciTa ban
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1. Hay danh vai phut de can nhac xe
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Jerry, ... tai ninon anh hit that M
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3. Nhung su kien kinh nien nhung kh
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giai doan the ha nay, su cang thing
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"dgu hieu ctinh bao Om" c6 the dace
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Bich vu tham ven". Nhieu nguai ehon
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cua moi ngudi va nen dude chgp then
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Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
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each not vg nhung (lieu ma ho da di
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3. Phai gig dinh rang ban kh6ng the
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Phai c6 trach nhipm tgi khach hang
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cling -nhu Id nang ma nhan vien CTX
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Trail hanh can thi4p Qua trinh can
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Lu8n phai xem xet m6i quan he this
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3. Hay tan ra nhung Iniac en the de
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met eau chuyen mai bang each suy ng
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song vg nhan each, y thitc, deng ly
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cua phu nu, b6 qua nhung digu nay l
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Phat huy th6 manh cho khach hang la
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4. Chu trong van dac diem rieng bie
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Cong tat vdi cac gia dinh la float
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Cac ranh gidi Cac ranh gioi la nhun
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Cac mii hinh doe nhet Cac mo hinh d
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nha tri lieu c6 the three xem la e6
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Chdng nao nha tri lieu gia dinh cli
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phan lan cua moi tong tae that hAnh
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ean phai tip xuc lan (tau vdi gia d
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trinh bay va chap nhan quan diem ca
Page 257 and 258: dinh. Viet ghi chu cac he thong con
Page 259 and 260: dinh. Co the la ve met tran cid bon
Page 261 and 262: Viec danh gia cac tinh hudng gia di
Page 263 and 264: Re rang la yang dai ca lne nao do d
Page 265 and 266: Trong qua trinh danh gia , c6 the l
Page 267 and 268: khac &Ong met vai trO quan trong la
Page 269 and 270: 10. Moi nen van hon deu coi trong t
Page 271 and 272: Vi du nhan vien CTXH co the bat dau
Page 273 and 274: tre, met trai, met gai. Cac throng
Page 275 and 276: Cac qua trinh va phdang phap Thuc t
Page 277 and 278: uong ruou ciia minh có anh huang d
Page 279 and 280: Cac can nhac vg van boa la nhiing y
Page 281 and 282: nam va n3, va cac trung tam cong de
Page 283 and 284: Me hinh chila benh nhan manh vao sV
Page 285 and 286: thlic va d6i eau" va "khuyen khich
Page 287 and 288: Sau giai down lam viec met minh, ng
Page 289 and 290: ThUeng thi torn tat nay se dude vig
Page 291 and 292: 3. Nhom phat trien uttoc thigt 1(6
Page 293 and 294: • Lam viec cai ma vai cac nei lo
Page 295 and 296: Met phtiOng phap lam tan bang la ch
Page 297 and 298: Ki thun't giai quygt bat d6ng: Khi
Page 299 and 300: Giai doan au Giai doan dau la thdi
Page 301 and 302: chile c6 the hia chon nhung nguai c
Page 303 and 304: nay e6 the la not quy ve phuong pha
Page 305 and 306: ca nhan trong khi khep lai nhung le
Page 307: khong tinh nguyen, cac thanh vien t
Page 311 and 312: (3) met thai ki cuel trong do sp ta
Page 313 and 314: nghe. Nhan vien CTXH cling co the g
Page 315 and 316: Twang hop 8.1 Giai down giCia trong
Page 317 and 318: • Cac thanh vien &No h6 trd trong
Page 319 and 320: Chuang 9 CAN THI1P VAO CAC HE THONG
Page 321 and 322: Cac rao can vat chit Viec phat hien
Page 323 and 324: dieu tri cai nghien, nhang ngtibi m
Page 325 and 326: va de dung gia dinh re (Ping, 2002)
Page 327 and 328: Doi khi quy trinh nay la true tiep,
Page 329 and 330: Thief Igp muc tier hap li Trong qua
Page 331 and 332: Cot trash nhiem chi ra ngudi chin t
Page 333 and 334: Gain, sat va danh gia lal Met budc
Page 335 and 336: Cac nguyen tee ego chic trong twang
Page 337 and 338: clang hanh lang cho met chinh kien.
Page 339 and 340: Met han chg vg dao difc mita lien q
Page 341 and 342: nhat di thuyet phuc? Ca nhan nay se
Page 343 and 344: can tra la mgt vi du. "Tei khOng ca
Page 345 and 346: deng phap H, viec dua ra tong luan)
Page 347 and 348: Hoat dong di kern voi cac hanh deng
Page 349 and 350: thong tin, phan tich du lieu, chia
Page 351 and 352: an giam et& hay nhfing ki nang khac
Page 353 and 354: vu phi hop vdi von de. Can can nhac
Page 355 and 356: giam d6c va van dua ra cac thong ti
Page 357 and 358: Chucrig 10 KIEN THOC VA KT NANG DAN
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hoa eke ket qua cho bat cu ca nhan
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qua dOi hOi chting ta phai dap Ung
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Cac thiet ke . AB D6 hieu Wide the
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HiNH 10.2. Vi du vg thigt ke B Cac
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0 1 2 3 4 5 6 7 8 9 10 11 12 13 14
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6 5 4 r 3 2 z 1 0 ,0 0 1 2 3 4 5 6
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nheing ding cu do goi la thang diem
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Dam manh va didm yea coa danh gia b
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(Xing nhu cac phuong phap khae, tha
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chung, nhang nghien cau nay bao gai
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cac xu huOng hoac cac me hinh có t
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Cac thiet k6 nhom throe Ring a ta r
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E ^. 0.) 40 • 35 30 25 • ♦ Ca
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an luyen nhOm da kgt auk. Diem caa
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chuong trinh vol tarn thanh vien. C
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trade va sau, met sg hoac tat ea ca
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Cac bie'n phu thuOc khac nhau: Hai
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Float deng danh gia nen dupe gan bo
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z TOM TAT Chtidng nay dua ra dinh n
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16. Canda, E. R. & Furman, L. D. (1
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46. Gorey, K. M., Leslie, D. R., Mo
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74. Lewin, K. (1951). Field theory
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103. Preston. J. (1998). Integrativ
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132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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